Director of Customer Service
Jiffyshirts, Canada

Note: This position can initially be remote, with expectations for it to be located in the Toronto/Whitby, Ontario area at some point.

Director of Customer Service

The Director of Customer Service is a key strategic and operational leadership role responsible for the development, continuous improvement, and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers of JiffyShirts.com

The role has significant levels of responsibility and accountability for operational excellence.

The Customer Service Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels to include email, phone, chat, and social media.

Some of the responsibilities and duties will include:

• Strategically lead and develop the Customer Service Management team to enhance performance by setting clear accountable performance measures
• Create a culture and processes which achieve the business goals and objectives with regards to the JiffyShirts customer experience
• Improve NPS (Net Promoter Score) CSAT (Customer Satisfaction)
• Empower and Engage the Customer Service Team
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer / efficiency in process
• Drive better sales through service
• Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the Leadership Team.
• Act as the Voice of the Customer across the organization.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching amp; development opportunities.
• Scheduling and Staffing requirements to ensure key service levels are consistently achieved.
• Drive quality and consistency

Requirements

• Extensive experience managing operational customer service teams (minimum of 5 years leading a high volume service center).
• Strong strategic and customer focus
• Proven Management and/or relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets, KPI’s SLA’s,
• Able to interpret MI/BI and develop strategy and make recommendations.
• Demonstrated ability to motivate and communicate with others at all levels
• Influential relationships skills - able to use these relationships to deliver service improvements
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.
• Minimum of 5 years experience in a high volume service center environment
• Experience using ZenDesk

Benefits

• Opportunities to grow within the company
• Generous compensation and Employer paid benefits
• High-caliber team with proven results
• Perks of getting lots of clothing!

Job Rewards and Benefits